ABE - How To process a CRM Customer Request · ABE - HOW TO PROCESS A CRM CUSTOMER REQUEST - MARCH 2016 6 2.3 How to add the Electricity Meter to the Account Step 1: To add the electricity

ABE - How To

process a

CRM Customer

Request Work Instructions Version 0.2 Issue Date: TBA Created by: Devanshi Mehta Reviewed by: Marc Demandante, David Storace Approved by: Mick Dovile

40 English St, Essendon Fields VIC 3041

ABN: 43 818 767 917 [email protected] www.activeutilities.com.au

Table of Contents

1. Introduction ............................................................................................2

1.1 Purpose ............................................................................................................................... 2

1.2 Systems Used ..................................................................................................................... 2

2. Electricity CRM Customer Verification ................................................2

ABE - HOW TO PROCESS A CRM CUSTOMER REQUEST - MARCH 2016 2

1.Introduction

CRM Customer Verifications are tickets that are generated once the customer applications have

been verified through ABE.

1.1 Purpose

The purpose for this work instruction is to provide the user the knowledge on how to process CRM

Customer Verifications and the related tasks like adding electricity meters to customer accounts and

sending welcome letters.

1.2 Systems Used

ABE (Utilibill)

Service Desk Plus (SDP)

2.Electricity CRM Customer Verification

Post competition of the SDP – Picking up a customer verification Request please follow the

below steps

Step 1: Log in ABE/Utilibill using provided login details (Always select Active Utilities Admin as

group this is always the defult) – https://abe.activeutilities.com.au/active/Login

https://abe.activeutilities.com.au/active/Login


Step 2: The below window should appear where you need to paste the customer number in the

Search tab and Press Enter to bring up customer’s account.

Step 3: Once you have pressed enter and searched for the customer account number/customer ID

the account will come up as shown below.

Identify the incomplete/empty fields such as the Address1, Address2 (the unit number is always

entered in Address1 and street address in Address2), City/Suburb (always in UPPERCASE),

Internet Password (the internet password is the last 5 digits of the customer’s mobile number),

Authentication Name, Customer type, Method Of Communication and Other details if

provided (Real Estate Agent Name and Number).

NOTE: If not all the relevant information is provided then you need to send it to Onshore as an

exception for Onshore to get the information.


Step 4: Once the incomplete/empty fields have been populated it will look like the below.

Authentication Name, Customer Type, Method of Communication and Real Estate details

are located in the Notes section


Step 5: Once the account details have been updated, CLICK on the Save button located at the

bottom of the page.

Step 6: A pop up window will appear please CLICK on OK and proceed to save the changes made

on customer’s account. You will then recive the below screen saying successful.

If failed please send request back to WD AU handback queue with notes in SDP.


2.3 How to add the Electricity Meter to the Account

Step 1: To add the electricity meter on the customer’s account you must identify the supply address

and connection date which is provided in the notes section. (See below)

Step 2: Click on the Utilities button on the right hand side menu.

Step 3: Then click on the Sell button on the right hand side menu and select Utilities from the

drop down menu.


Step 4: That should bring you to the below page where you need to enter the Building Address,

Apartment and Move In Date.

Step 5: Select the Building Address from the drop down menu.

NOTE: If not in the list, send an email to the Onshore.

Step 6: Select the Apartment from the drop down menu.

NOTE: If not in the list, send an email to the Onshore.


Step 7: Once you have selected the apartment number, the window will load some more fields and

you then need to enter the Move In Date and Plan.

The Move In Date should be selected from the drop down calender option.


Step 8: The Plan should be selected from the drop down menu according to the site and customer

type. (Residential or Business)

Step 9: Once the above fields have been populated with the appropriate information, review and

click Move In which is located at the bottom of the page.

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2.2 How to send a Welcome Letter

Step 1: The next step is to send the customer a Welcome Letter which includes useful information

for the customer. This is also a way to notify the customer that their electricity has been connected

on the requested date and that the account has been created. To process this, go back to the ticket in

Service Desk Plus (SDP) from where we had initially copied the customer ID and click on the

Forward button.

Step 2: When you click on reply the below screen will apprear. Click on the Select Reply Template

option on the right hand side of the window and select the Welcome Letter Power for the

appropriate site.

NOTE: Be sure to confirm you have select the correct template for the site.


Step 2: You will see the below template auot populate in he body of the e-mail as show below. Fill

in the customer’s email in the To field and change the subject to Welcome to Active Utilities (The

request ID in the subject should not be modified i.e.: ##91065489## : as that keeps the flow of the

email conversation consistent, [FWD can be deleted)


Step 3: Enter Name, Date, Account Number and Password (last 5 digits of mobile number) in

the fields prompted in the email.

Step 4: Delete the line in the red font if the customer is liable to pay a connection fee which is only

applicable if the customer is a Tenant. (In case of an Residential Owner’s account, $40 excluding

GST has to be credited in ABE/Utilibill as he is not liable to pay connection fee)


Step 5: Move on to enter the Customer Number and Supply Address in the fields prompted in

the email.

Step 7: Once the prompted fields have been populated, review the email and click on Send.

Step 8: After the email is sent, the ticket window should look like the below screenshot and if there

is no further action required you may close the ticket.


Step 9: Once the account details have been rectified, meter has been added on the account in

ABE/Utilibill and the welcome letter is sent – Notes must be recorded in the Notes section on

account as shown below. (E.g. Date – Your Name – Request ID/Ticket Number – Action) CLICK

on Save which is located on the bottom of the page.

End of work Instructions

Documents

ABE - How To process a CRM Customer Request · ABE - HOW TO PROCESS A CRM CUSTOMER REQUEST - MARCH 2016 6 2.3 How to add the Electricity Meter to the Account Step 1: To add the electricity